Let's practice using different tones of voice and inflection when speaking. I'll say a sentence, and then you repeat it back to me using the tone I specify. Are you ready?
Customer Service Superstar - Customer Service TrainingPhil Gerbyshak
Want your customer service representatives to deliver great customer service? Help them become customer service superstars. Simple things you can do to bring out the superstar in your customer service delivering employees.
Customer Service Superstar - Customer Service TrainingPhil Gerbyshak
Want your customer service representatives to deliver great customer service? Help them become customer service superstars. Simple things you can do to bring out the superstar in your customer service delivering employees.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
This was created for the agents to refresh them on basic compliance requirements. This presentation does not include the actual policies due to the sensitivity of the information. This only includes the initial part of the course outline which is the "Basic Call Flow"
Best Practices of Telephone Etiquette for any small or medium business - understanding your customers and being available, responsive and reliable are keys to ensuring quality customer service. This presentation can be implemented with your team 10-15 minutes as some great strategies that can be implemented immediately. Telephone etiquette - what to do and what not do is very important in a business and can make or break you!
In a down economy, many business owners feel the pinch and are quick to cut expenses. What expenses should be cut? Unfortunately, all too many times, a decision is made to cut back on marketing. (Sales staff, advertising, direct marketing, networking, etc.)
By cutting marketing, business owners could actually be missing new sales growth opportunities. In an economic downturn there is a huge opportunity to invest in marketing to capture more market share, as your competition runs into trouble and makes the mistake of cutting back their marketing. Your competitors may not have the foresight or the capital to make good marketing decisions. By investing in effective marketing during an economic downturn, it puts your company in a better position when the economy rebounds.
Instead of making a decision to cut marketing, it would be better to re-evaluate your marketing plans to make sure they are most effective. Knowing where to spend your marketing dollars and why, is critical in getting the best return on investment. This is where having an effective marketing plan is invaluable when times get tough.
Whether you have a marketing plan or not, here are some tips that can assist you in doing effective marketing in economic downturns.
Sales Calls Are The Life Line To Your BusinessJustin Tamsett
Everyday your phone rings with potential new members and in this session you’ll learn how to maximise every contact on the phone. But then also learn the skills to convert a soft enquiry to a hard lead! You will even receive a fool proof script to get you started on converting leads to sales!
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
The key differences between the MDR and IVDR in the EUAllensmith572606
In the European Union (EU), two significant regulations have been introduced to enhance the safety and effectiveness of medical devices – the In Vitro Diagnostic Regulation (IVDR) and the Medical Device Regulation (MDR).
https://mavenprofserv.com/comparison-and-highlighting-of-the-key-differences-between-the-mdr-and-ivdr-in-the-eu/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
8. “These telephone girls are the human part of a great communication machine. No matter how many millions of dollars are spent on cables and switchboards, the quality of telephone service depends upon the girl at the exchange end of the wire.”* * Herbert N. Casson, “The History of the Telephone,” (Chicago: A.C. McClurg & Co., 1910)
27. Some Steps for a Successful Service Step #1: Motivation One of the most important things in telemarketing is motivation. Someone has to want to do the job. The overall motivation will determine how they speak to people. So, successful telemarketers are very motivated to do the job.
28. Some Steps for a Successful Service Step #2: Product knowledge In order to successfully speak about a product or a service, the agent must know about the product or the service. Customers will ask questions before they buy or sign up for something, so the representative shouldbe able to answer the questions. Knowing the product or service will help you make a successful deal.
29. Some Steps for a Successful Service Step #3: Know the call format The telemarketer should have a call format or a call plan. They should know the order of the call: the introduction, the description of the product, the price, the value of the product, how to order, and the closing. Many companies will have a script to follow. A successful telemarketer will know the script and use it personalize it.
30. Some Steps for a Successful Service Step #4: Attitude Attitude is evident on the phone. When someone is happy and excited, those emotions will be palatable, even on the phone. Anger, frustration and impatient are just as palatable. The successful agent will have a positive attitude while on the job.
48. “(Sir/Ma’am) or (first name) or (Mr., Mrs., Ms. + Last Name) ______ they are still reviewing the account, once again thank you for holding”
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53. DC Phone Call Procedure CALL TRANSFERS (cont’d): Always, make sure you read the notes in the account. You may be able to assist the customer without transferring the call. “(Sir/Ma’am) or (first name) or (Mr., Mrs., Ms.) ______, according to the notes in your account, I can see that ________.”
54. DC Phone Call Procedure OFFER ADDITIONAL ASSISTANCE: “Is there anything else I can do for you today (Sir/Ma’am) or (first name) or (Mr., Mrs., Ms.) _________.” “Would you like me to assist you with anything else (Sir/Ma’am) or (first name) or (Mr., Mrs., Ms.) _______.” “(Sir/Ma’am) or (first name) or (Mr., Mrs., Ms.) _______, do you have any further questions?”
55. DC Phone Call Procedure CLOSING: “Thank you very much for calling “(Sir/Ma’am) or (first name) or (Mr., Mrs., Ms.) ______, enjoy the games and have a wonderful day/evening.” “ Please feel free to call us again if you need further assistance, thank you for calling “(Sir/Ma’am) or (first name) or (Mr., Mrs., Ms.) _____” “Thank you very much for calling. Please do not hesitate to call us back for further assistance, enjoy the games and have a nice day/evening “(Sir/Ma’am) or (first name) or (Mr., Mrs., Ms.) _______”
56. Call Management Assure the caller: -We need to let the customer know they are in the right place. We can use words such as: “Sure”, “Certainly” or “Absolutely” along with a phrase. Using this method will give us ownership of the call and our willingness to help the customer.
57. Call Management Use “Can” instead of “Can’t”: The “MUST” Factor: - When communicating instructions watch out for words such as: “must”, “have to”and “need to”. Some better alternatives are: “you’ll want to”, “Simply”, “Be sure to”.
58. Call Management Irate Customers - Don't let them get to you. We often allow the other person’s attitude to irritate or annoy us. This becomes obvious to the other person through our tone of voice and our body language. This only fuels a difficult situation. When dealing with difficult people, stay out of it emotionally and concentrate on listening non-defensively and actively. People may make disparaging and emotional.
59. Call Management Irate Customers You can follow the HEAT acronym: - H ear - E mpathize - A pologize - T ake ownership
60. Call Management LISTEN: Listen carefully and hear what the customer has to say. Let the customer talk and vent.
61. Call Management EMPATHIZE: Deal with their feelings - then deal with their problem. Using empathy is an effective way to deal with a person's feelings. Empathy isn't about agreement, only acceptance of what the person is saying and feeling. Basically the message is - "I understand how you feel."
62. Call Management APOLOGIZE: Apologize for the inconvenience. While you and the company may not be responsible for the situation, you can at least apologize for the delay.
63. Call Management TAKE OWNERSHIP: Take responsibility for the issue as the representative of the company and don’t point fingers at others. Finally tell the customers what you will do about the situation.
64. Call Management Words to avoid: There are certain trigger words that can cause people to become more difficult especially in emotionally charged situations. These include: "You have to" - "But" - "I want you to" - "I need you to" - "It's company policy" - "I can't or You can't" - "Jargon" or "Buzz" words - "Sorry" - "I'll try" -
65. Expressions to Avoid vs. Expressions to Use No: “Hello, Hey what’s up, what can I do for you…..” Yes: “Good morning/afternoon/evening, thank you for calling, this is _____ speaking, how may I help you?”
66. Expressions to Avoid vs. Expressions to Use No: “What? Huh?” Yes: “Excuse me sir/ma’am, would you be able to repeat that for me please, I was having difficulty hearing the last question.”
67. Expressions to Avoid vs. Expressions to Use No: “Buddy, friend, lady, man, dude, hey you…” Yes: “Sir/Ma’am, Mr./Mrs……..”
68. Expressions to Avoid vs. Expressions to Use No: “I can’t, won’t, don’t, no,….” Yes: “What I can do for you is…..” “Unfortunately, at this moment…….” “I want to apologize but at this moment……” (The first part of your “no” statement should begin with an apology and the final piece should tell your customer what you can do for them, always offer alternatives).
69. Expressions to Avoid vs. Expressions to Use No: “Hold on, one moment, one minute…..” Yes: “Sir/ma’am, please allow me to put you on hold” “Thank you for holding!”
70. Expressions to Avoid vs. Expressions to Use No: “As I already told you, didn’t I explain that to you already, pay attention….” Yes: “Sure sir/ma’am, allow me to clarify…..”
71. Expressions to Avoid vs. Expressions to Use No: “Good luck!” Yes: “Enjoy the game!”
72. Expressions to Avoid vs. Expressions to Use No: “See you, talk to you later, bye….” Yes: “Thank you for calling, do not hesitate to call us back for further assistance, have a nice day/evening Mr./Mrs.______”
73. Expressions to Avoid vs. Expressions to Use No sounds such us yawns, chewing, eating, burps, hum, etc are allowed while you are with the customer on the phone.